Issue since April

On 4/10/25, I purchased a new phone online. This phone should have been around $16/mon. I even chatted with an agent and confirmed the price. The next day, I realized my phone is in good condition and I could have traded it in. I spoke to an agent and they told me to take my new phone when it arrives into the store along with my trade in. On 4/13/25, I go to the store with my new phone and my trade in. They said I will need to return the new phone, do my trade in, and then repurchase the phone. I was told I was getting around $130 for my trade in which would appear on my next bill. My next bill came and my new phone is $31 and there is no credit for the trade in. I spoke to an agent via chat and have screen shots saying that the issue was fixed and it would appear on my next bill retroactively. I checked my account and still nothing. I then spoke to another agent via chat who assured me that this was fixed and not to worry! Again, I have screen shots that this is all fixed. At the end of June, I check my bill and low and behold it is still NOT FIXED! I call Xfinity and proceed to talk to multiple people to get this escalated to a manager. The manager will apparently call me. Wait... Wait... more waiting... so I call again. I finally speak to a manager who tells me this is something that has to be done at the store. I was able to get to the store the other day and the assistant manager tells me that since this happened in April, she doesn't think that they can even do anything about the credit for my trade in. Even though I have screen shots from two agents telling me its fixed and to wait until my next bill! She then tells me she isn't sure about the per month discount on the phone because she doesn't see a promotion. Again, even though I have screen shots that this has been corrected. She says she will submit a ticket which I have yet to hear back on. I call customer service once again to get the ticket number and see if we can finally clear up. Apparently they aren't able to communicate with their own stores and it is a store vs. customer service issue where nothing can be done between the two of them. I am apparently supposed to be the unpaid liaison. At this point, I want the phone back that THEY STOLE and I want to just give back this new phone that I am being charged double for! I have never dealt with this type of customer service in my life.